Shared Services Innovation


Learn how continuous innovation enables shared service centres to co-create new service offerings and experiences with internal customers, for internal customers. Benefits and challenges of applying shared services innovation are presented, along with step-by-step guidance and success factors for implementation.

Technique Overview

Shared Services Innovation

Shared Services Innovation Definition

Shared services innovation describes the introduction of ‘a new or considerably changed service concept, internal customer interaction channel, service delivery system or technological concept, that leads to one or more service functions that are new to the shared services centre (SSC) and change the services offered to internal customers. Shared services innovation may necessitate the introduction of incrementally or radically new technological, human or organisational capabilities in the SSC (Knol et al., 2014; van Ark et al., 2003).

Shared Services Innovation Description *

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Business Evidence

Shared Services Innovation Strengths *

Shared Services Innovation Weaknesses *

Examples of Shared Services Innovation *

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Business Application

Shared Services Innovation Implementation *

Success Factors of Shared Services Innovation *

Measures of Shared Services Innovation *

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Professional Tools

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Further Reading

Shared Services Innovation Web Resources *

Shared Services Innovation Print Resources *

Shared Services Innovation References (4 of up to 20) *

  • Allinson, C. and Hayes, J. (2012) The Cognitive Style Index: Technical Manual and User Guide, Pearson Education. Available at: http://www.talentlens.co.uk/assets/legacy-documents/71874/csi-manual.pdf.
  • Bergeron, B. (2003) Essentials of Shared Services, John Wiley & Sons, Hoboken, NJ.
  • Bondarouk, T. (2014) Shared Services as a New Organizational Form (Ed.), Emerald Group Publishing, Bingley, UK.
  • CBI (2015) Shared Services: Overview. Available at: http://www.cbi.org.uk/business-issues/public-services/in-focus/shared-services/

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